CCaaS can be defined as the latest and most transformative evolution of contact center technology and strategic models for delivering CX to meet and exceed the expectations of modern customers.
As such, CCaaS operations have become increasingly important for organizations that are looking to optimize their CX strategy and embrace contemporary procedures for impactful CX delivery.
CX configuration management is a key aspect of CCaaS operations, which involves the management of various configurations such as agent skills, routing rules, and more within the contact center environment.
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